Customer Guru

FEBRUARY 23, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Joseph Kuvor. Mr. Kuvor is the Group Head of Customer Experience and Marketing at Zoona Transactions International, a financial services organization based in Africa. What are you doing on the field?

Marketing 112

Marketing Customer Experience Financial Banking 112

Experience Investigators by 360Connext

NOVEMBER 2, 2021

A customer persona helps humanize the customer to the point you might refer to them by a fictional name. Personas are often used in marketing and sales efforts, and those names apply to those types of personas. We develop personas for specific activities around customer experience management. Let me know.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Kayako

JANUARY 17, 2018

Empower reps with both autonomy and the data they need to effectively serve leads and customers. Connect sales quotas with concrete customer experience goals. Great customer experience is the main goal here, but customer-centric strategy lends itself to more productive and efficient sales reps, too.

Customer Experience 179

Customer Experience Net Promoter Score NPS Touchpoint 179

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Customer Experience Can Reduce Expenses.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Beyond Philosophy

MAY 31, 2019

Nobel-Prize Winning Economist and Professor Daniel Kahneman along with Barbara Frederickson theorized that what people remember most about an experience is the moment when they felt the most intense emotion and how they felt at the end. Instead, that idea is pulled up to the surface, along with everything that’s closely connected to it.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

ERDM

SEPTEMBER 6, 2018

Article by Ernan Roman Featured on CMO.com During a recent conversation with Ruth Crowley, vice president of customer experience design at Lowe’s, I was struck by her statement that “to the customer, it is not an omnichannel experience. It is their experience.” Read on for our conversation.

Retail 40

Retail Omnichannel Entertainment Customer Experience Design 40

ERDM

SEPTEMBER 6, 2018

Article by Ernan Roman Featured on CMO.com During a recent conversation with Ruth Crowley, vice president of customer experience design at Lowe’s, I was struck by her statement that “to the customer, it is not an omnichannel experience. It is their experience.” Read on for our conversation.

Retail 40

Retail Omnichannel Entertainment Customer Experience Design 40

Beyond Philosophy

APRIL 2, 2021

Faure-Field is an expert in sound and smell as part of the Customer Experience. Equal Strategy helps organizations use their Customer Experiences’ sounds and smells strategically. He shared with us why many Customer Experience design projects overlook sound and smell.

Hotels 117

Hotels Consulting Brands Call Center 117

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Presentation 162

Presentation Customers Consulting Insights 162

Michelli Experience

APRIL 20, 2016

More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. Throwing fish is SO Pike Place Fish Market! They are POPS and PODS.

Customer Experience Design 53

Customer Experience Design Brands Reference Books 53

Beyond Philosophy

AUGUST 4, 2015

What they discovered in their Customer Experience Improvement journey was that selling was important, but making sure the Customer felt good about the sale was just as important, if not more important. Ricoh Canada also added compensation to their Customer Experience goals. And it’s working.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Beyond Philosophy

OCTOBER 14, 2014

Superior Customer Experiences require a two-way dialogue with your Customers. So when you are communicating with your Customers, listen to what they say about data, their safety, and your marketing efforts. Customer Experiences are a catalyst for Customer trust and loyalty.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Beyond Philosophy

OCTOBER 14, 2014

Superior Customer Experiences require a two-way dialogue with your Customers. So when you are communicating with your Customers, listen to what they say about data, their safety, and your marketing efforts. Customer Experiences are a catalyst for Customer trust and loyalty.

CEM 131

CEM Loyalty Blog Books 131

Myra Golden

JUNE 2, 2016

Discover how your employees can communicate assertively, create calm and take control with difficult customers by using conversational aikido. Explore ways to build stronger emotional connections with customers through Extreme Empathy. Michelle Singer, President, American Marketing Association – Tulsa Chapter.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Discover how your employees can communicate assertively, create calm and take control with difficult customers by using conversational aikido. Explore ways to build stronger emotional connections with customers through Extreme Empathy. Michelle Singer, President, American Marketing Association – Tulsa Chapter.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Michelli Experience

MAY 4, 2016

Much of a customer’s journey with a brand depends on the words and images that they encounter in marketing, shopping, and post-sale. This 79-year-old head of state and head of the Roman Catholic church effectively connected with an audience of teenagers through a message designed for them, not designed for him.

Connections 45

Connections Download Brands Reference 45

PK

JANUARY 22, 2020

Our brand has evolved over that time, but our belief in the power of two important themes has not: Great design and strong tech. . Great design and strong tech come together at the intersection of multiple disciplines : design , research, development, engineering, marketing, analytics and more.

E Commerce 52

E Commerce E-support Apparel Retail 52

Connective DX

JANUARY 22, 2020

Our brand has evolved over that time, but our belief in the power of two important themes has not: Great design and strong tech. . Great design and strong tech come together at the intersection of multiple disciplines : design , research, development, engineering, marketing, analytics and more.

E Commerce 52

E Commerce E-support Apparel Retail 52

Beyond Philosophy

OCTOBER 14, 2014

Superior Customer Experiences require a two-way dialogue with your Customers. So when you are communicating with your Customers, listen to what they say about data, their safety, and your marketing efforts. Customer Experiences are a catalyst for Customer trust and loyalty.

Loyalty 90

Loyalty Blog Books Customers 90

Beyond Philosophy

SEPTEMBER 19, 2019

Problem Resolution: How well does the company recover from problems, and does the resolution satisfy customers? . In addition to these five areas, the Institute added another dimension relating to emotional connection ethics earlier this year. Organizations do not invest what they should to understand the customer .

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

Michelli Experience

DECEMBER 2, 2015

If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Mercedes-Benz has long delivered on the brand promise “best or nothing” when it came to product innovation, safety, and even marketing prowess.

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

Michelli Experience

JANUARY 19, 2018

The Society for Human Resource Management ( SHRM ) states that employee engagement is “the connection and commitment employees exhibit toward an organization, leading to higher levels of productive work behaviors.” In doing so, they’ll give employees a way to connect their own contributions with overall company success.

Engagement 51

Engagement Definition Magazine Measurement 51

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. Value chain thinking is extremely valuable in customer experience management. What is a value chain?

ROI 48

ROI B2B Metrics Culture 48

BlueOcean

NOVEMBER 29, 2023

When employees feel valued and supported by their employer, they can feel empowered to make better decisions on behalf of the customers they’re interacting with. They’re also better positioned to empathetically connect with the customer, responding more successfully to subtle emotional cues as they work toward resolution.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

Michelli Experience

MARCH 25, 2016

It helps potential customers warm up to a product. Videos can be used to market a product and introduce it to a larger audience. By explaining a new product through a video, consumer connection and relationship is already being established—which is, by all accounts, the backbone of an excellent tech support in the long haul.

Entertainment 45

Entertainment Customer Service Social Media Healthcare 45

Martin Hill-Wilson

OCTOBER 6, 2015

Both spoke eloquently about the use of emotion in customer experience design. Instead, invent an opportunity for yourself to become truly fascinated with making your brand special in the eyes and hearts of your customers. Some argue that being a ‘special’ brand is a matter of which market you are in.

Hotels 63

Hotels 2012 Banking Insurance 63

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Who were you target customers? I don’t know how this model is, Hahaha!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Who were you target customers? I don’t know how this model is, Hahaha!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Who were you target customers? I don’t know how this model is, Hahaha!

Webinar 40

Webinar 2010 E Commerce Presentation 40

ERDM

JANUARY 22, 2019

Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* To achieve such engagement excellence, marketers must fundamentally change their thinking. In short, now is the time to shift to person-to-person (P2P) marketing.

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* To achieve such engagement excellence, marketers must fundamentally change their thinking.

Customer Experience 49

Customer Experience Sales Customers ROI 49

Storyminers

MAY 16, 2016

our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. In addition to this, apps can rely too heavily on the user having a fast internet connection.

Retail 45

Retail 2016 Multi-Channel Travel 45

Michelli Experience

JUNE 7, 2016

His marketing genius was completely aligned with supreme execution. So keep on bragging, keep on sassing, and always be outrageous.” ” 2) Back-up Your Claims: Muhammad Ali made provocative claims that he fulfilled with immense talent and arduous training.

Advertising 72

Advertising Brands Presentation Management 72

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Michelli Experience

JULY 4, 2017

Josh Kaufman describes agency “as marketing and selling an asset you don’t own. If you need it within 2 hours that same delivery will cost you $20. One final twist in the evolving Omni value model is “ agency.” By establishing a new relationship between a source and a buyer, you earn a commission.

Insurance 45

Insurance Consulting Books Customers 45

Storyminers

JULY 29, 2016

The most effective customer retention strategy is to focus, well, on retention. Too many companies focus on acquisition, investing way more in marketing and sales than on improving the customer experience. Head of Marketing, Groove. My number one customer retention strategy is talking to your customers.

B2C 49

B2C Customer Retention Brands Social Media 49